| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 103 === Using Failure Modes and Effects Analysis (FMEA) with approach of Case Study, this study explores the prediction and prevention of customer complaints by maintenance and service staffs from automotive service company. It seems that the services provided by maintenance or service staffs are not the same as what customers expect and concern. By comparing the processes identified by maintenance or service staffs that are easily going wrong with the actual grievances from customers, we shall find the differences between them and give feedback to the staffs, which should naturally reduce the probability of customer complaints. By forming an FMEA team consisting of experienced service specialists, we did the potential risks priority coefficient prediction on 15 items in service processes which may cause customer complaints. Then we classified the customer complaint cases for last three years to confirm the differences between staffs and customers and make recommendations to the company. As confirmed in this study, the predictions are consistent with the part of customer complaints, such as the quality of vehicles and service quality; as to the service processes in preparation and the customer demonstration facilities, the predictions are inconsistent with customer complaints. This result could help the company make adjustments on prevention measures of customer grievances.
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